OMKAR DEEPAK DABADE
Pune
Summary
Process Excellence Specialist specializing in incident management, ServiceNow administration, and Azure oversight. Demonstrated success in improving ITSM metrics and service quality through strategic process management initiatives.
Overview
7
7
years of professional experience
Work History
Process Excellence Specialist
Amdocs
2025.06 - Current
- Oversaw service level management and incident management to enhance ITSM metrics and service quality.
- Governed workflow in ServiceNow, assessing service impact dependencies and risk management.
- Validated knowledge management processes by reviewing KB articles for accuracy and relevance.
- Documented processes related to ITSM tools and frameworks for improved clarity and compliance.
Technical Process Specialist
Infosys
2022.05 - 2025.06
- Managed ServiceNow, Genesys, Avaya, and IT Service Desk to resolve hardware, software, and network issues.
- Administered Microsoft Intune for device management, ensuring compliance with policies.
- Oversaw incident management processes to guarantee timely resolutions within SLAs.
- Provided L2 and L3 end-user support for diverse technical challenges.
- Optimized system performance through regular maintenance and efficient software installations.
- Supported enterprise applications like Microsoft 365, SAP, Oracle, and Microsoft Azure.
- Mentored junior staff through structured coaching to enhance technical skills.
Business Development Associate
Byju's
2021.06 - 2022.05
- Executed strategic business plans to drive growth and performance in EdTech sector.
- Achieved consistent KPIs across sales, marketing, and business development targets.
- Directed cross-functional teams to enhance client engagement and align strategies with goals.
- Improved technology systems, boosting operational efficiency and meeting performance metrics.
CS Associate (L-2 CS Operations)
Amazon
2019.11 - 2021.06
- Spearheaded team huddles and client meetings to enhance communication and address operational challenges.
- Delivered exceptional customer service through phone, email, and live chat, ensuring prompt issue resolution.
Customer Service Executive
IRCPL (Big Basket)
2018.05 - 2019.05
- Resolved technical issues related to mapping and validation, enhancing customer service quality.
- Delivered troubleshooting solutions across multiple platforms to improve operational efficiency.
- Utilized Excel, PowerPoint, and Word for reporting and administrative tasks, demonstrating proficiency in Office 365.
Education
MBA - Operations & SCM
Pune University
Pune01.2022
BCA - Science
Pune University
Pune01.2020
HSC - PCMB
Maharashtra Board
Pune01.2017
SSC -
Maharashtra Board
Pune01.2014
Skills
- Active Directory management
- Technical issue resolution
- Remote access protocols
- Microsoft Exchange and OneDrive support
- Computer hardware support
- System installation and maintenance
- Azure and Intune management
- Office 365 administration
- Network monitoring
- Incident and change management
- ServiceNow administration
- Technical support services
- Risk assessment
- IT service management
- Process optimization strategies
- Client engagement techniques
- Problem-solving skills
- Strategic planning abilities
- Effective communication skills
- Workflow governance practices
- Six Sigma methodologies
- Process mapping techniques
- Process flow analysis methods
- Data analysis skills
- Cross-functional collaboration
- Project management expertise
- Root cause analysis techniques
- Multitasking proficiency
Accomplishments
- MS-CIT Certification
- Google Fundamentals of Digital Marketing
- I-STAR Certificate of Appreciation (Infosys)
- ITIL 4 Foundation Certification (Infosys)
- Extra Mile Award by Client (Infosys)
- Advanced Lean Six Sigma Yellow Belt Certification
- State-Level Cricket Player
Personal Information
- Date of Birth: 09/28/97
- Nationality: Indian
- Marital Status: Single
Languages
- English
- Marathi
- German
- Hindi
Timeline
Process Excellence Specialist
Amdocs
2025.06 - Current
Technical Process Specialist
Infosys
2022.05 - 2025.06
Business Development Associate
Byju's
2021.06 - 2022.05
CS Associate (L-2 CS Operations)
Amazon
2019.11 - 2021.06
Customer Service Executive
IRCPL (Big Basket)
2018.05 - 2019.05
MBA - Operations & SCM
Pune University
BCA - Science
Pune University
HSC - PCMB
Maharashtra Board
SSC -
Maharashtra Board